- Executive Director for an international, fully-remote distributed team of support engineers with a focus on providing enterprise-level, last-tier support and troubleshooting for BIND 9, ISC DHCP, and Kea internet protocol software, including researching and troubleshooting bugs and features, and working with software engineers in GitLab.- Rebuilt the support organization at ISC, including hiring and rounding out the skills base of the team. Increased staff from three total to six total. Worked with the team to clean up old, stale tickets in the system, reducing the number of outstanding support tickets by 70%.- Responsible for research, design, and implementation of a Salesforce instance to replace the old BestPractical RT ticket system. Improved interoperability between the sales and support organizations, along with knowledge base article and blog post writing/assistance.

- Site Reliability Engineer. Daily monitoring and patching for a distributed mongodb cloud platform infrastructure. Agile/Scrum team management using Jira. Primarily, development was done in Python (2.7 and 3), and code versioning was handled through Github.- Worked closely with datastores engineering to perform regular and unplanned (emergency) system maintenance, and troubleshooting problems that would arise from time to time with at the system level, such as networking issues and hardware failures. Technologies included Kubernetes, Docker, Terraform, AWS, Python, Jenkins, CI/CD.

- DNS Infrastructure Team. Daily monitoring and regular maintenance and patching of Debian systems, including HA configuration of 206 servers: authoritative name servers, caching resolvers, and monitoring servers. Debian Squeeze/Wheezy/Jessie servers; Nagios and Cacti monitoring software, utilizing span port architecture and SNMP; iptables Firewall with custom API; BIND; Anycast configuration using Quagga for OSPF/ BGP routing of IPv4 and IPv6.- I wrote and maintained the custom API used for managing the iptables firewall. It would either apply a hard block (drop) for source IPs, or apply the iptables limit feature to throttle traffic. API was written in Python, spanning versions 2.4-2.7, using an async HTTP endpoint as the top of a three-level tiered client/server architecture transferring data as JSON objects. I also wrote a CLI-based client-side frontend for ease-of-use. Source code unavailable as it contains proprietary information.Previous role within Rackspace: Senior Support Engineer- Small/Medium Business segment; Highest escalation point via phones and ticketing systems; Designed curriculum for and trained system administrators; Interviewer for technical promotions and hiring; SSE’s worked as a team to implement segment-wide solutions, e.g., mass vulnerability patching, revamping the technical promotion process, or redesigning OS kickstart images. - I was part of a team that designed and implemented a promotion process based on interviews, peer reviews, and technical achievement, which proved more efficient than old test-based methods.